Pass Not Working: Quick Troubleshooting Steps

Table of contents:

• Checking the pass status
• Checking the pass settings
  • Pass is active/not active
  • Pass is closed

If a client notices that their pass isn’t working, follow these steps to verify the pass status and resolve potential issues:

1. Confirm the client's login

• Ensure you have the correct client’s login.

2. Сheck Passes history

• Navigate to the admin panel →  Users →  Passes History.
• In the search bar, type the client’s login to view the pass details, which include:
  
  
  • • Pass name
    • Purchased date
    • Total time available (duration)
    • Total time used
    • Activation and Closing Dates (if it was activated/closed)
    • Pass Status (Not active/Active/Closed)

3. Check the pass settings

• Go to Zones and Rates → Passes.
• Find the pass the client purchased and click on it to open.

Pass is Active/Not Active

If the pass is active or unused (not active) in the client's balance, check the following:

• Available period: Ensure that its available period matches the time settings of your organization.
• Zone: Confirm that the pass is valid in the zone where the client is trying to use it.

Pass is Closed

If the pass is closed in the client's balance, do the following:

• Duration: Verify that the pass hasn't expired due to its specified duration.
• Expiration period: Check the pass’s expiration period.

🔎The expiration countdown starts when the pass is activated, not when it is purchased. For example, if a user has a 3-hour pass and it gets activated, the expiration starts right away. Regardless of whether the pass is fully used, it will expire once the set time has passed.